Customer service initiatives all recognize the importance of the customer experience. The problem is that too many programs focus on the reasons “why” without providing the concrete “how” to the people who create the frontline experience.
Fresh Customer Service views the frontline staff as the ultimate source of both the customer experience and the solutions to any problems that may arise. It supports them in their core mission of customer satisfaction through their tasking, training, tools, recognition, and the empowerment to “make-it-right.”
What is Fresh Customer Service®?
It is a customer service program that builds on an understanding of the frontline customer experience, empowers the people who deliver the service to make-it-right, and continually refreshes itself in response to a changing environment.
What are the steps involved in Fresh Customer Service®?
In order to create a world-class customer experience, the organization must undergo three phases/steps: Fresh Understanding, Fresh Empowerment, and Fresh Thinking. It is these three steps that will provide the foundation, or business model, that equips frontline employees with the tools and skills necessary to provide Fresh Customer Service, 365 days a year.
What are the concrete results of Fresh Customer Service®?